(Another) Vodafone issue

silvermetalfox · 25 June 2015 at 2:10PM

Hopefully the polite sounding Vodafone person who posts on here may be able to help me.

I upgraded in Feb 2015, initially agreeing a date for delivery on a new handset. It failed to be delivered. I chased up on the day and was told it would be, but then later on followed up again and was told there was no order on the system. It was re-ordered.

Thankfully it came on the next delivery date, and I received paperwork confirming the order and charges (important).

Used phone and all was fine till May bill came through. Somehow the 'one off' charge was much much higher than agreed.

Long story short - around 18 hours now spent on Live Chat, phone calls, and going to local store (as suggested by one Vodafone representative). Although I had a direct debit set up they failed to collect the charge on the May bill.

All contact with Vodafone told me that , despite various stories, the May bill was incorrect and they would take the correct amount as agreed via direct debit soon. Finally when I got the June bill still showing the wrong amount did I get someone else on the phone who, again, told me it was wrong, but that I should manually pay the agreed amount whilst it was sorted - so that is what I did on Tuesday 23rd June.

The same day my service was disconnected for outgoing calls and texts. So more calls and trip to the store (pointless as it turns out as they 'only do retail') left me still in the same position. Final call on 24th June and I was transferred 5 times and finally told that there was 'no one in Vodafone' who could help me now.

The only agreement I have shows the amount I agreed to, but Vodafone claim they have nothing about this on file and want me to pay a higher amount. I've now written to them and completed the online contact form as mentioned here on this forum by the vodafone person.

The change in Vodafone systems, and I presume a change in the support structure between an offshore call centre and a UK based one (?) seems to have created chaos and so far left me with a barred phone and having spent time equivalent to a value of over 600 pounds trying to sort this out.